Extremely poor service from ODS

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fastesthamster

fastesthamster

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I do part time work for a small company, and we recently changed our hosting to ODS (Online Digital Solutions). In addition to providing ADSL they installed a Linux firewall that was meant to do the following (this was the agreed upon list)
* rsync daemon
* remote access via ssh
* firewall
* squid caching proxy server
* apache web server to display stats
* iptraf and iptables configuration
* antivirus (although, not strictly necessary, since it's not a mail server)
and we will be able to generate reports on the usage from the different business units as we rent out part of the premises.

The server was installed and the ADSL was switched over to ODS. We initially had some issues because we weren't on uncapped, and someone in the office was downloaded tons of stuff. I tried and tried to set up a meeting with Dean Henstock in order to find out how to administer the Linux box (how to block files types, check on usage, etc). This happened between around August 10th and September 10th.

He finally set up a meeting for 12 September, and didn't pitch. He didn't answer my phonecalls when I tried to get hold of him. Here is a copy of the email I sent him:
Hi Dean.

To say that I am annoyed is an understatement. At 9:40 I called you to find out where you were (as I thought we were meeting at 9). You said that the meeting was scheduled for 9:30 (fine) and that you were ten minutes away. I am sending this email at 11:25m. You still have not arrived at the _______ offices.

I have left messages on your cellphone and tried to call repeatedly. I can only assume that you are deliberately ignoring me for some reason?
...
What is the way forward from here? Do we set up another meeting? I cannot afford to waste hours of my day waiting, hoping that you will arrive when promised. All I need is some simple training on reports and configuring the proxy.

An explanation as to why you missed this meeting would be appreciated.
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Apparently, he left for overseas that day. I sent him the following email on the 18th:
Hi Dean.

I am deeply disturbed at the terrible service _________ is receiving at the hands of ODS. I find it most unprofessional that you cancel meetings, arrive late for meetings, reschedule meetings, and fail to arrive at scheduled meetings altogether! You appear to ignore my attempts to get hold of you, you do not return calls or emails despite my pleas. Gemma has sent me an email on the 13th saying that you have gone overseas and would only be back on Monday (17th). Apparently you told her that you had sent me an email sorting everything out? I received no such email. You did not answer my calls. I cannot imagine why you would say you were 10 minutes from the _________ offices when it transpires that you had no intention of honouring your undertaking?

I am at a loss as to how to proceed. What do I need to do to get this server issue over and done with? I am profoundly weary of this issue . Instead of focussing on interesting work, I am forced into a game of trying to get you to honour your undertakings with regard to _______ - and me. The problem is that you have me between a rock and a hard place - we have paid for the server installation now, and switched our ADSL over to you. You have seemingly got what you wanted from the deal - another client, but sadly we do not have the same satisfaction.

What would you, or ODS for that matter, do if you were faced with the same level of unsatisfactory service from one of your service providers?

Please get back to me as a matter of urgency to sort this issue out for once and for all. If you do not get back to me by the end of business tomorrow, I will have to consider what other alternatives I am faced with in order to get this matter resolved - for once and for all.
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He finally set up a meeting with me (and arrived). During the meeting there were some unresolved issues about how to block files types, a redirect page for blocked websites and usage stats per user.

Email I sent Oct 2:
Hi Dean,

I am back from Mozambique. Have you found out yet how to implement those changes we discussed on Friday? I think the main point were:

* Redirect page for blocked sites (saying why the site was blocked)
* How to block files types (e.g. *.mp3 etc.)
* Total bandwidth per MAC address (currently can only see how much has been downloaded for the past couple of hours)

Have I left anything out?
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A couple of emails later asking when it will be completed, he responds with (Oct 12)
The Monowall system cannot support that, what I would recommend it putting in different network cards and then subneting the clients off and then doing a total on the network card.
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Nothing on the other two points. I have sent emails periodically but have heard nothing. I received a read receipt, so he has looked at it. It is now 13 days later, and I have heard nothing.

I am shocked at how bad the service at ODS is. It seems that situations like this http://mybroadband.co.za/vb/showpost.php?p=1270330&postcount=41 are not uncommon.

Perhaps now that this is in the public forum Dean will address it?
 
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I can set up a Smoothwall firewall which have Dansguardian content filtering with which you can block certain filetypes from being downloaded, and block pr0n sites as well.

You can also get statistics on bandwidth usage with Smoothwall.

There is also a virus filtering feature for POP3 emails, and you also get a spam filtering mod for SMTP inbound mails.

If you want screenshots, PM me and I'll send some to you.

It sounds as if the system was not thought out properly beforehand - how many computers is behind the firewall? Do you need different network segments or not?

Regards

Libs
 
The_Librarian said:
I can set up a Smoothwall firewall which have Dansguardian content filtering with which you can block certain filetypes from being downloaded, and block pr0n sites as well.

You can also get statistics on bandwidth usage with Smoothwall.

There is also a virus filtering feature for POP3 emails, and you also get a spam filtering mod for SMTP inbound mails.

If you want screenshots, PM me and I'll send some to you.

It sounds as if the system was not thought out properly beforehand - how many computers is behind the firewall? Do you need different network segments or not?

Regards

Libs
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Thanks, I'll see how this situation plays out. I feel the system was thought out properly, therein lies the problem. It's not doing what I thought it would :p
 
Dear fastesthamster.

*** ***** I take serious offense to your posting and such have taken the required steps to deal with it. Unlike you, I will not defame you nor your dads company.

To everyone on the Forum. We have tried to be more then helpful to all clients and yes we have had our problems, however when a clients account is outstanding for 3 months your general service to them drops after numerous unsuccessful attempts to recover the amount
 
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regardless of the matters between you guys, how can u make a point to reveal your client's name on a public forum, and even so, having emphasised it seems to show that it's out of poor spite?
 
but you have chosen to make your name a matter of public interest through your signature? :)
 
Online Digital Solutions said:
Agreed. This normally would never be done.

Since the client decided to name me, its only fair
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Not the same thing when your signature gives your name, and you are already well known on the forum. :eek:

Your actions are extremely reprehensible.

I trust MyAdsl bans your ass.
 
Hmm, the last great war-of-words on this (section of the) forum I rememeber was between ODS and OpenWeb, these things get ugly; this thread should be age restricted :p
 
zamrg said:
but you have chosen to make your name a matter of public interest through your signature? :)
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That is a different thing entirely - the customer, in his first post, did not state all the facts, and made it look like the specific person does not care nor do a good job.
 
Could I ask why you decided to render any further service before payment?

Would it not make more sense to refuse any further service to the client until payment is made instead of promising meetings and not showing up? Lying never solved anything and giving bad service doesn't solve the outstanding bill problem either.

It could have been handled much better if you stated your intentions right from the beginning and refusing further service until payment is made.

Could it be that payment wasn't made as the client was unhappy with what was promised and what he has gotten?
 
Online Digital Solutions said:
Agreed. This normally would never be done.

Since the client decided to name me, its only fair
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The difference is that you have revealed your own name associated with your username in your forum signature, it is unethical and probably against the forum's rules to reveal your customer's private information.

edit: I've just noticed that Gatecrasher wrote much the same as I have in this post.
 
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If the client had stated all the facts upfront I would have left the matter. The fact that the post was written as an attack and did not reveal all the facts I felt it my duty to respond.
 
Id also like to know something from you Dean. I phoned ODS in relation to one of your uncapped products, being promised to get called back the next day, and i got the same response from mweb. (when i called mweb it was just past 5, so i cant blame them) How ever, it was mweb that called back at exactly the time i asked them to call me. I am still to hear from ODS. I doubt i will ever get your call.
 
crysis, please pm your details.

Or Alternatively please speak to Marco / Tashiel / Gemma who will be able to assist you.
 
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Online Digital Solutions said:
Dear fastesthamster.

*** ***** I take serious offense to your posting and such have taken the required steps to deal with it. Unlike you, I will not defame you nor your dads company.

To everyone on the Forum. We have tried to be more then helpful to all clients and yes we have had our problems, however when a clients account is outstanding for 3 months your general service to them drops after numerous unsuccessful attempts to recover the amount
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Dean,

I had no idea that the account was outstanding. At no point during our emails, phone calls, or meetings did you make this aware to me. I am not the accountant, I am the technician.

From my point of view, I received absolutely shocking service from you. If anyone is interested I can post all emails in their entirety including ones where I ask why you are not responding. That would have been a perfect opportunity to say that you would only be rendering services once the account had been settled, surely?

I posted this in my own capacity, not under the capacity of my father's company. Please tell me which parts of my post defamed you? I have posted what I saw as the situation, and I posted it as you were not responding to my emails. Is it not true that you made plans to meet with me and then you did not pitch up?

You say I had not "stated all the facts". Fact of the matter is that you decided that ignoring me was better than informing me that there were amounts outstanding. I could have then taken this matter up with the accountant. Oh, and "general service" has been about the same since end August/beginning September...

Would you like to resolve this situation amicably?

Regards,
Dave.
 
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